A. Quality Management System (QMS) & Compliance
· Own and maintain the QMS (ISO), ensuring compliance through internal/external audits and management reviews.
· Establish and manage the Risk & Opportunity framework and documentation control systems.
B. Warranty & Cost of Quality Management
· Own the warranty control and reduction program to meet financial targets.
· Lead failure analysis and utilize MTBF/warranty data to drive down Cost of Poor Quality (COPQ).
C. Continuous Improvement Process (CIP)
· Champion a CIP culture and lead cross-functional improvement projects.
· Apply advanced problem-solving tools (8D, Six Sigma) to address systemic issues and manage the Quality Excellence Awards.
D. Customer Claim & Escalation Management
· Serve as the primary escalation point for critical customer quality claims, managing the end-to-end resolution process.
· Drive root cause analysis and implement corrective actions, including issuing Supplier Corrective Action Requests (SCARs).
E. Customer Satisfaction & VOC
· Act as the key quality interface in customer business reviews.
· Develop customer satisfaction metrics, capture the Voice of the Customer (VOC), and translate insights into improvement plans.
